Business Services Operations Manager

In this role you lead the Business Services Unit's operations and client experience, aligning onboarding, servicing, and controls with bank-wide objectives. You'll serve as a central liaison across client-facing teams and support functions to resolve issues and drive improvements. You will enable automation, data-driven decisions, and AI-enabled processes to increase speed, accuracy, and scalability while maintaining risk controls. Your leadership will shape how the team delivers efficient, compliant banking services.

• Lead day-to-day operational support for business banking products, onboarding, and servicing
• Serve as central resource for business bankers, Relationship Managers, Treasury Management and client-facing teams
• Resolve or escalate complex operational and client service issues; identify root causes
• Establish consistent service expectations, ownership, handoffs and escalation across markets and functions
• Maintain knowledge of products, services, systems, processes; coordinate procedures updates
• Simplify workflows; reduce manual activity; strengthen controls
• Partner with product owners and operations to assess operational impact of changes
• Identify opportunities to use workflow automation, data, and approved AI capabilities
• Promote responsible use of AI with human oversight and data protection
• Participate in system enhancements, testing, and operational readiness
• Measure adoption and impact of technology and automation
• Identify operational risks and coordinate remediation
• Ensure procedures reflect policy, controls, regulatory, security and compliance requirements
• Support remediation of audit/risk findings
• Coordinate training for material changes to products and processes
• Lead or support initiatives from planning to implementation
• Use data and feedback to identify improvement opportunities
• Coordinate cross-functional resources and communicate risks
• Conduct post-implementation reviews to verify outcomes
• Provide supervision, coaching, and performance management for associates
• Set priorities, expectations, and service standards
• Develop operational expertise and promote continuous improvement
• Experience leading complex processes and cross-functional teams
• Knowledge of commercial or business banking products and services
• Experience documenting, improving, and implementing business processes and procedures
• Strong project management, analytical, organizational, problem-solving, and communication skills
• Ability to manage multiple priorities and drive initiatives to completion

• 10+ years of experience in banking, financial services, business operations, Treasury Management, or related field
• Demonstrated experience leading complex operational processes or cross-functional initiatives
• Knowledge of commercial or business banking products and services
• Experience documenting, improving, and implementing business processes and procedures
• Strong project management, analytical, organizational, problem-solving, and communication skills
• Ability to manage multiple priorities, influence across functions, and drive initiatives through completion

• collaboration
• communication
• leadership
• workflow automation
• data tools
• AI-enabled processes